Ericsson Help Desk Citrix Solution

Training For HP Agents

January 2004 Emmanuel Carras MSDD-ESI-DSS

Definition Of Terms

Citrix Metaframe farm: central application server, distributing user access to applications via the citrix Metaframe XP product to citrix clients Citrix client: end-user computing hardware that is configured to access the citrix farm Citrix application: application being setup on the citrix farm for distributed access by citrix clients ICA: Independent Computing Architecture; Citrix proprietary protocol
HP presentation template user tutorial page 2

6/26/2011

Solution Features

Allow HP agents located in HP premises to remotely support/maintain Ericsson applications and servers hosted within Ericsson intranet from HP intranet HP agents access a Ericsson desktop as well as business/support applications

Windows Explorer & Internet Explorer Client server : VNC, WIH, etc No online printing No file sharing

Server managements : Wintel remote connection

HP agents have a personal data share on the Citrix Farm, accessible thru My documents
HP presentation template user tutorial page 3

6/26/2011

Solution Overview

HP Intranet

HP MS HD Agents
1/ OMC SSH connection and port forwarding

SSH
Trusted LAN

2/ Citrix connection

HP OMC

Shared LAN

Citrix Farm
E:/// Dedicated LAN TPC FW

HP FW

Customer Networks

3/ Applications & servers management/troubleshooting End User remote access

Servers
6/26/2011 HP presentation template user tutorial page 4

Solution Pre-requisites

HP agents have a personal HP STK OMC SSH login HP agents have a personal Ericsson AD [Active Directory] account. HP agents have PCs installed with

SSH software client for Windows Citrix ICA software clients

HP agents have properly configured

SSH port forwarding for Citrix ICA protocol Connection to Ericsson Citrix solution

HP agents apply standard security rules

HP presentation template user tutorial page 5

6/26/2011

Connection Procedure

1/ Establish a HP STK OMC SSH session from local PC to the HP STK OMC SSH server relay 2/ Establish a Citrix session from local PC to the Ericsson Citrix solution 3/ Depending on access rights, establish
Applicative sessions to administer/support Ericsson apps Note: applicative credentials are required Terminal Server sessions to maintain/troubleshoot Ericsson servers Note: system credentials are required [e.g. NT, DB, etc]

6/26/2011

HP presentation template user tutorial

page 6